Ritika Singh Email & Phone Number

San Francisco, Ca, Us

Product Lead, Customer Messaging Platform - Growth AI and MarTech at Square

San Francisco, Ca, Us

Product Manager for Square's Communications Platform

Denver, Co, Us

Led a portfolio of two Web and Mobile based consumer products: Customer Messaging and Agent LocatorCustomer Messaging: Deliver the Right Message, At the Right Time, At the right place/channel• Own multi-year Product Roadmap for the Customer Messaging platform to send trigger based transactional notifications to WU customers globally via multiple communications channels – Emails, SMS, Push Notifications, In-App messaging, Facebook Messenger, WhatsApp, RCS (in Beta testing), Persistent chat.• Manage FY 2020 annual messaging budget for $4M.• Design and conduct A/B tests to optimize transaction messaging to drive customer engagement and retention.• Run pilots with new messaging channels to achieve cost efficiencies and address customer preferences.Agent locator: Web and Mobile based Map tool to empower customers to send money as they would like (Retail and Digital channels)• Launch expedited initiatives working in cross-product tiger teams to address customer experience on Agent Locator during COVID-19 crisis while increasing customer adoption of the tool by 200%.• Own the product roadmap and execution for Agent Locator portal with 3M MAU to serve as a primary acquisition channel.• Drive product optimizations leading to an organic acquisition lift of 4% globally and gradually increased conversion above 30%.• Achieved step improvement in Retail to Digital channel shift, primary north star metrics for Digital growthPeople Management:• Lead team of two Product Analysts to deliver on the Product roadmaps for Customer Messaging and Agent Locator.

Denver, Co, Us

Built two Digital Self-serve tools (Web and Mobile) aimed at improving CX, directly impacting the bottom line ($6M cost savings in 2 years).• Designed and conducted A/B tests to make informed product design decisions.• Monitored customer adoption and analyzed customer behavior via KPIs (MAU, LTV) to prioritize product optimizations.• Drove feature enhancements by collaborating with CLIPR (Compliance, Legal, InfoSec, Privacy and Risk teams).• Executed marketing campaigns and adoption levers via IVR to educate customers about the DSS features and drive adoption.• Trained global CSR’s on new functionalities rolled out to customers ensuring consistent customer experience.

Oakland, California, Us

Platform Product Manager - Discovery:- Conceptualized and launched two platform products (for Web and Mobile) driving Customer Engagement & Conversion. System Design Product Manager:- Delivered MVP for proprietary design tool to be used by Solar System designers using GIS imagery for US and EU markets to achieve significant reduction in Cost of Customer Acquisition.• Instituted A/B Testing using Optimizely, MixPanel to make data driven product design decisions.• Analyzed key metrics (Heatmaps, usability tests) to generate and prioritize new feature requirements.• Collaborated with cross-functional Business, Design and Engineering teams to define product specs.• Created storyboards, PRD/ MRD, user mockups and wireframes using Design Thinking.• Produced UX prototypes (Web and Mobile) using interactive inVision pages to communicate effectively with Design and Sr. Management teams.• Presented key benefits of using Kanban and Scrum methodologies to Product Organization and drove adoption.

San Mateo, Ca, Us

Owned four product launches including a ground up BI platform to support SolarCity’s manufacturing & installation functions, enabling Supply Chain and Finance teams to make strategic decisions.• Defined BI and Data Visualization product strategy for 3 quarters and created product roadmap.• Managed product backlog and prioritized business requirements for future phases.• Subject matter expert for user experience and technical capabilities of Analytics platform. • Authored and maintained product and business requirements documentation (PRD/BRD).• Owned Product Management for three v1 products: Inventory Mgmt & Planning and Job Costing. • Created product vision to visualize Inventory reduction by 240% and achieved executive buy-in.• Led product design, prototyping, specs definition, launch and scaling.• Evangelized new products to external and internal customers to ensure product acceptance and adoption.

Santa Clara, California, Us

• Program Managed two enterprise level projects from initiation to Go-Live support. + Operationally enabled WD to support HPE-HPI split: Collaborated with HP, OEMs and WD global offices (NA, APAC, EMEA, LATAM) to ensure legacy system transition to support two new entities. + Launched business model strategies for three new products lines to enable the shift from Product Based business model to Service based business model: Closed loop with New Product Introduction to gather requirements for Sales, Distribution, Revenue Recognition and RMA (Return Merchandise Authorization). • Created project roadmap for two large scale IT implementations: + Shift to cloud ERP: Upgraded on-premise CRM to Salesforce + Standardize web portal localization of WD across global entities• Led two RFP / RFI / RFQ projects for NetApp and Cisco with detailed Business Case documentation.• Implemented projects by defining clear objectives, scope and approach following the project delivery lifecycle including discovery, planning, design, development, testing and support. • Enforced governance structure and defined RACI to streamline effective decision making.

San Jose, Ca, Us

• Spearheaded Merchant Integration process optimization proposals for small to medium size businesses in the North American and Latin American markets. • Initiated and led major Salesforce redesign to ascertain process innovation and automation.• Performed gap analysis using Tableau and recommended SMART goals for achieving strategic objectives.

Dublin 2, Ie

Held multiple positions within a span of 4 years with incremental Seniority.Team Lead:Executed end to end project delivery including client engagement, proposals, problem structuring, thought leadership, planning, staffing, synthesis and analysis, report writing and project closure.• Led team of five direct and nine indirect, cross-functional global reports.• Client facing dev lead accountable for project execution and delivery.• Coordinated Incident and Release Management following Agile Project Management.• Achieved 80% improvement in incident resolution within one month of go-live.Technical Architect:• Served as a primary technical architect for new environment builds. • Implemented dashboards for facilitating report analysis using SQL. • Identified trends and developed strategies for measuring and complying with KPI’s.Software Engineer:• Technology consultant for major Healthcare and Telecommunications clients. • Organized Campus-to-Corporate transition events for new hires and various team building activities facilitating increased co-ordination among team members.• Conducted end-to-end testing of Siebel Marketing application, System Interfaces and Data Analytics.

• Developed an interface for Home Automation using GSM and IVRS• Performed extensive market research on feasibility of Home Automation system• Runner Up of the "Innovator Challenger" contest at the Annual Tech Fest

Bengaluru, Karnataka, In

Geographic information system (GIS) integrates hardware, software, and data for capturing, managing, analyzing, and displaying all forms of geographically referenced information.• Analysed and implemented CDMA using contrast enhancement• Developed proof-of-concepts for various domains using GIS, GPS and wireless technologies

Gwalior, Madhya Pradesh, In

• Researched Vector Network Analyzer & its application to Material characterization• Analysed potential material for stealth technology to be used in defense aircrafts

Business Administration And Management, General

Master Of Business Administration (M.B.A.), Management Consulting

Bachelor Of Technology (Btech), Electronics And Communications